Custom Jewelry & Special Order Policy

A deposit is required for all custom jewelry and special orders. The amount of the deposit will be communicated to you based on the specific nature and cost of the order. This deposit is essential to initiate the production process and secure your commitment to the order.

We will work closely with you to create a custom design or fulfill your special order based on your provided specifications. Detailed drawings or digital representations may be provided for your review and approval.

The deposit you provide will be deducted from the total cost of the custom jewelry or special order upon completion.

Please note that the deposit is non-refundable. It covers initial design work, materials procurement, and the commitment of our artisans to your project. In the event of order cancellation, the deposit will not be returned.

Once the custom jewelry or special order is completed and ready for delivery, the remaining balance must be paid in full before shipment or pickup.

The production timeline for custom jewelry or special orders may vary depending on the complexity of the design and availability of materials. We will provide you with an estimated completion date, and we will make every effort to meet this timeline.

Any changes requested after the design is approved may impact the final cost and timeline of your order. We will communicate any adjustments accordingly.

When a carrier attempts delivery, customers may refuse the package. Keep in mind this will not be a valid reason for a refund. We will be notified of the refusal and the reason provided. In cases where a package is refused without a valid reason (e.g. wrong item sent, damaged packaging or contents) or if the refusal was due to customer error (e.g., incorrect address provided, not being able to sign for the package, refusal to accept the package), a shipping fee will be applied to cover shipping and handling costs reship the item.

There are no returns on custom or special order items. If the item is not to your satisfaction, please contact us and we will be happy to explore options to resolve the matter with you.

We maintain open communication throughout the design and production process, ensuring that you are informed about the progress of your custom jewelry or special order.

If you have any questions or concerns regarding our Policy, please do not hesitate to contact us at support@mashausa.com or (505) 256-9600. We are here to assist you and provide any necessary information to ensure your confidence in our commitment to excellent service. By placing a custom jewelry or special order with us, you acknowledge and agree to the terms outlined in this policy, including the requirement of a non-refundable deposit. We are excited to assist you in creating a one-of-a-kind piece that reflects your unique style and preferences.